System, method, and computer readable media for confirmation and verification of shipping address data associated with a transaction

ABSTRACT

A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation from U.S. patent application Ser. No.14/456,634 filed Aug. 11, 2014, entitled “SYSTEM, METHOD, AND COMPUTERREADABLE MEDIA FOR CONFIRMATION AND VERIFICATION OF SHIPPING ADDRESSDATA ASSOCIATED WITH A TRANSACTION,”, issued U.S. Pat. No. 9,232,058,issued Jan. 5, 2016, which is a continuation of U.S. patent applicationSer. No. 13/551,877 filed Jul. 18, 2012, entitled “SYSTEM, METHOD, ANDCOMPUTER READABLE MEDIA FOR CONFIRMATION AND VERIFICATION OF SHIPPINGADDRESS DATA ASSOCIATED WITH A TRANSACTION,” issued U.S. Pat. No.8,817,953, issued Aug. 26, 2014, which is a continuation of and claimspriority from U.S. patent application Ser. No. 12/765,212 filed Apr. 22,2010, entitled “SYSTEM, METHOD, AND COMPUTER READABLE MEDIA FORCONFIRMATION AND VERIFICATION OF SHIPPING ADDRESS DATA ASSOCIATED WITH ATRANSACTION,” issued U.S. Pat. No. 8,239,444, issued Aug. 7, 2012, whichis a continuation of and claims priority from U.S. patent applicationSer. No. 12/128,816, filed May 28, 2008, entitled “SYSTEM, METHOD, ANDCOMPUTER READABLE MEDIA FOR CONFIRMATION AND VERIFICATION OF SHIPPINGADDRESS DATA ASSOCIATED WITH A TRANSACTION”, issued U.S. Pat. No.7,739,326, issued Jun. 15, 2010, which is a continuation of and claimspriority from U.S. patent application Ser. No. 10/173,794, filed Jun.18, 2002, entitled “SYSTEM, METHOD, AND COMPUTER READABLE MEDIA FORCONFIRMATION AND VERIFICATION OF SHIPPING ADDRESS DATA ASSOCIATED WITH ATRANSACTION”, issued U.S. Pat. No. 7,403,967, issued Jul. 22, 2008 eachof which is incorporated by reference herein in their entirety.

FIELD OF THE INVENTION

The present invention is generally related to data verification and morespecifically, is related to methods, apparatus, and computer readablemedia for confirmation and verification of shipping address dataassociated with a transaction.

BACKGROUND OF THE INVENTION

There are various instances when a caller contacts or is contacted by acall center. Such contacts can relate to an inquiry about goods and/orservices offered by merchants. While interacting with the call center,the caller can provide live voice/speech data to the call center, forexample, to conduct a transaction with the call center. Part of the datapertinent to such a transaction is a delivery address associated withgoods/services ordered by the caller. There are a number of limitationsassociated with ensuring at the delivery address is proper such as notcapturing the information correctly. As such, what are needed aremethods, apparatus, and computer readable media that ensures that a liveoperator is accurately capturing the address data as spoken by thecaller, both for quality assurance purposes and for anti-fraud purposes.

BRIEF SUMMARY OF THE INVENTION

The present invention relates to methods, apparatus, and computerreadable media for confirmation and verification of address informationassociated with a data communication.

According to one embodiment, the invention provides a method ofcomparing first and second address information associated with a datacommunication conducted over a network, the method including obtainingat least one of the first address information and the second addressinformation, converting by a processor one of the first addressinformation and the second address information to a format compatiblefor comparison with the other of the first address information and thesecond address information, performing a field-by-field comparison ofthe converted one of the first address information and the secondaddress information to the other of the first address information andthe second address information, and quantifying a difference between theconverted one of the first address information and the second addressinformation and the other of the first address information and thesecond address information.

Other embodiments involve a method wherein the conversion of the one ofthe first address information and the second address information isconducted using a speech recognition program; or wherein thefield-by-field comparison and quantifying steps are performed in realtime relative to acquisition of the first and the second addressinformation; or further comprising storing the converted one of thefirst address information and the second address information as arecord; or wherein the quantifying step includes identifying differencesin respective data fields between the converted one of the first addressinformation and the second address information and the other of thefirst address information and the second address information; or whereinat least one of the first address information and the second addressinformation is stored using an indexing mechanism; or wherein thequantifying step includes establishing a first threshold and at least asecond threshold for a difference between the converted one of the firstaddress information and the second address information and the other ofthe first address information and the second address information; orfurther comprising dispositioning a transaction according to thedifference; or wherein the dispositioning step includes suspendingprocessing of the transaction; or wherein the dispositioning stepincludes reviewing the first address information and the second addressinformation associated with the data communication in a batch processbefore sending the transaction to a fulfillment entity.

According to another embodiment, the invention provides a system forcomparing first and second address information associated with a datacommunication conducted over a network, the system including acommunications center structured to obtain at least one of the firstaddress information and the second address information during acommunication over the network, a conversion apparatus comprising aprocessor and a memory structured to convert one of the first addressinformation and the second address information to a format compatiblefor comparison with the other of the first address information and thesecond address information, and a comparison apparatus structured toperform a field-by-field comparison of the converted one of the firstaddress information and the second address information to the other ofthe first address information and the second address information, andquantify a difference between the converted one of the first addressinformation and the second address information and the other of thefirst address information and the second address information.

Other embodiments involve a system wherein the conversion apparatusincludes a speech recognition program; or further comprising a serverstructured to store the converted one of the first address informationand the second address information as a record; or wherein the server isfurther operable to store at least one of the first address informationand the second address information using an indexing mechanism.

According to another embodiment, the invention provides a computerreadable medium comprising instructions operable to perform method stepsfor comparing first and second address information associated with adata communication conducted over a network, the method steps includingobtaining at least one of the first address information and the secondaddress information, converting by a processor one of the first addressinformation and the second address information to a format compatiblefor comparison with the other of the first address information and thesecond address information, performing a field-by-field comparison ofthe converted one of the first address information and the secondaddress information to the other of the first address information andthe second address information, and quantifying a difference between theconverted one of the first address information and the second addressinformation and the other of the first address information and thesecond address information.

Other embodiments involve a computer readable wherein the conversion ofthe one of the first address information and the second addressinformation is conducted using instructions embodied as a speechrecognition program; or wherein the field-by-field comparison andquantifying steps are performed in real time relative to acquisition ofthe first address information and the second address information; orwherein the method further comprises storing the converted one of thefirst address information and the second address information as arecord; or wherein the quantifying step includes identifying differencesin respective data fields between the converted one of the first addressinformation and the second address information and the other of thefirst address information and the second address information; or themethod steps further comprising dispositioning a transaction accordingto the difference.

In one embodiment, a computer-based method of verifying first and atleast second shipping address information associated with at least onetransaction conducted over a telecommunications network and storedrespectively in a first format and in at least a second format includesat least the following: locating the first shipping address informationas stored in the first format, comparing the first address informationto the at least second address information as stored in the at leastsecond format, quantifying a difference between the first addressinformation and the at least second address information as representedin the first and at least second formats, and dispositioning thetransaction according the difference.

In another embodiment, an apparatus for verifying first and at leastsecond shipping address information associated with at least onetransaction conducted over a telecommunications network and storedrespectively in a first format and in at least a second format includingat least the following: means for locating the first shipping addressinformation as stored in the first format, means for comparing the firstaddress information to the at least second address information as storedin the at least second format, means for quantifying a differencebetween the first address information and the at least second addressinformation as represented in the first and at least second formats, andmeans for dispositioning the transaction according the difference.

In a further embodiment, a program storage device readable by a machine,tangibly embodying a program of instructions executable by the machineto perform a method for verifying first and at least second shippingaddress information associated with at least one transaction conductedover a telecommunications network and stored respectively in a firstformat and in at least a second format comprises at least the following:locating the first shipping address information as stored in the firstformat, comparing the first address information to the at least secondaddress information as stored in the at least second format, quantifyinga difference between the first address information and the at leastsecond address information as represented in the first and at leastsecond formats, and dispositioning the transaction according thedifference.

BRIEF DESCRIPTIONS OF THE DRAWING FIGURES

FIG. 1 is a block diagram of apparatus constructed according to anillustrative embodiment of the invention.

FIG. 1a is a block diagram providing additional detail regarding theconversion/comparison apparatus shown in FIG. 1.

FIG. 2 is a flowchart of an overall process flow provided according toan illustrative embodiment of the invention.

FIG. 3 is a flowchart of an overall process flow provided according toanother illustrative embodiment of the invention.

FIG. 4 is a flowchart of an overall process flow provided according toanother illustrative embodiment of the invention.

FIG. 5 is a flowchart illustrating a thresholding/dispositioning processprovided according to an illustrative embodiment of the invention.

DETAILED DESCRIPTION OF THE ILLUSTRATIVE EMBODIMENTS

FIG. 1 is a block diagram of apparatus constructed according to anillustrative embodiment of the invention. As shown in FIG. 1, a callermay use conventional telephone equipment (both shown collectively by thereference numeral 110) to contact, or be contacted by, a call center120, for example to order or inquire about goods and/or services offeredby merchants who are clients of the call center 120. While interactingwith the call center 120, the caller 110 provides live voice/speech data115 to the call center 120, for example, to conduct a transaction withthe call center 120. Part of the data pertinent to such a transaction isa delivery address associated with goods/services ordered by the caller110. To facilitate processing this transaction, the call center 120forwards the live voice speech data 115 to various entities within thecall center 120. One such entity is a live operator using conventionalcall center telephone equipment to access call center resources, bothshown collectively by the reference numeral 140. Another entity isspeech record data store 130, which stores an archive copy of all speechor voice communications received from the caller 110. Speech record datastore 130 can be implemented using any number of commercially availabledatabase management programs. Suitable programs are available fromvendors such as Microsoft Corporation of Redmond, Wash., IBM/Informix,and others. The speech record data store 130 functions according to theinvention to provide on demand a speech record of the address data asspoken live by the caller 110, which speech record is representedcollectively by the reference numeral 115 a.

Live operator 140 utilizes the resources of the call center 120 toconduct the transaction with the caller 110. One of the functionsassigned to live operator 140 is to process speech/voice data 115received live from the caller 110, and transcribe the same for storageas text/keystroke data 145 in a text record data store 160. Text recorddata store 160 may be implemented using similar technology to thatdiscussed above for implementing speech record data store 130. Bothspeech record data store 130 and text record data store 160 may behosted on the same computer hardware, or may be hosted on separate,respective computer hardware. Suitable host hardware is the Tandem™server available from Compaq Corporation (www.compaq.com); however theinvention is not limited to such servers and may be practiced usingother hardware. In essence, the speech record data store 130 storesspeech or voice data 115 as captured live from the caller 110, while thetext record data store 160 captures corresponding text/keystroke data145 as entered by the live operator 140. The text record data store 160provides on demand a text record of address data as entered by the liveoperator 140, represented collectively by the reference numeral 145 a.As understood by those skilled in the art, the text record data store160 and the speech record data store 130 can be indexed by a uniquetransaction identifier, such that respective text data and speech dataassociated with a specific transaction can be extracted using thetransaction identifier as a unique key or index.

Conversion/comparison apparatus 150 is coupled to receive the speechrecord 115 a from the speech record data store 130, and the text record145 a from the text record data store 160. The conversion/comparisonapparatus 150 functions to ensure that the contents of the text record145 a as captured by the live operator 140 is substantially consistentwith the corresponding contents of the speech record 115 a as stored inthe speech record data store 130. In this manner, theconversion/comparison apparatus 150 ensures that the live operator 140is accurately capturing the address data as spoken by the caller 110,both for quality assurance purposes and for anti-fraud purposes. Theconversion/comparison apparatus 150 generates a difference signal 155,which indicates any difference detected by the conversion/comparisonapparatus 150 between the speech record 115 a and the text record 145 a.

Those skilled in the art will understand that the various componentsshown in FIG. 1, such as the live operator 140, the speech record datastore 130, the text record data store 160, and the conversion/comparisonapparatus 150, may be provided either within or without the physicalpremises of the call center 120. Specifically, the live operator 140 maybe employed as either an on-site operator reporting for on-site duty atthe call center 120, or may be a home or remote agent who accessesresources of the call center 120 while working at a physical locationremote from the call center 120. While the invention as described hereinis equally applicable to an on-site implementation at the call center120 or a home agent implementation, the invention may have particularutility as applied to the home agent context, wherein the home agentprocessing calls from caller 110 is not under immediate physicalsupervision by supervisory personnel.

FIG. 1a is a block diagram providing additional detail regarding theconversion/comparison apparatus shown in FIG. 1. As shown in FIG. 1a ,the conversion/comparison apparatus 150 includes speech/voice to textconversion apparatus 152 and text comparison apparatus 154. Thespeech/voice to text conversion apparatus 152 receives the speech record115 a as shown in FIG. 1, and converts this input speech/voice to a textequivalent, shown by the reference numeral 153. Technology suitable forimplementing the speech/voice to text conversion apparatus 152 iscommercially available from a variety of vendors, such as NuanceCorporation, whose web site is posted at the URL www.nuance.com. Similarvoice recognition or speech-to-text technology is available from othervendors as well, and those skilled in the art will understand that theinvention as described herein is not limited to technology provided byany one vendor.

Text comparison apparatus 154 receives as input the text equivalent data153 generated as output by speech/voice to text conversion apparatus152. The text comparison apparatus 154 receives as further input thetext record 145 a shown in FIG. 1. Text comparison apparatus 154functions to compare the text equivalent 153 of the spoken address datato the text record of the address data 145 a as entered by the liveoperator 140. The differences between the text comprising these twoinputs are output as the difference signal 155. The processing performedby the apparatus shown in FIG. 1a may be performed either in real timewith the transaction being conducted with the caller 110, or in a batchprocess executed after the fact.

Those skilled in the art will recognize that shipping or deliveryaddress information in the context of the transaction environmentdescribed above typically includes street address, city, state, and zipcode information. Speech/voice to text conversion apparatus 152 as shownin FIG. 1a can be adapted to use key words, panels, or other similarindexing mechanisms to locate and extract the speech and/or voice dataspoken live by the caller 110 corresponding to each of these fields, andto convert the same into equivalent text input to the text comparisonapparatus 154. The text comparison apparatus 154 can then do afield-by-field text comparison of the text record data 145 a to the textequivalent data 153, and quantify or store the differences between eachfield. As discussed in further detail below, depending on the level ofdifferences between the various fields in the address data, variousfollow-up actions may be taken to disposition the underlying transactionwith the caller 110.

FIG. 2 is a flowchart of an overall process flow 200 provided accordingto an illustrative embodiment of the invention. As shown in FIG. 2, theprocess 200 includes locating address data as stored in a first format(block 210), comparing this address data to address data stored in asecond format (block 220), quantifying the difference therebetween(block 230), and dispositioning a transaction conducted with the caller110 in response to this difference (block 240).

According to various embodiments of the invention, the method caninclude converting a voice- or speech-based representation of theaddress data 115 a to a text equivalent 153, and comparing that textequivalent 153 to the corresponding keystroke data 145 entered by thelive operator 140. FIG. 3 is a flowchart of an overall process flow 300provided according to such an embodiment of the invention. As shown inFIG. 3, the method includes at least the following. At block 310, themethod locates address data as stored in a text record 145 a by the liveoperator 140. At block 320, the method locates a speech record 115 a ofthe address data as stored within speech record data store 130. At block330, the method converts the speech/voice record 115 a to a textequivalent 153, using, for example, speech recognition or speech-to-texttechnology available from a variety of vendors as discussed above. Atblock 340, the method quantifies a difference between the text record145 a obtained from the text record data store 160 and the textequivalent 153 obtained above from the speech/voice record 115 a asstored in the speech record data store 130. At block 240, the methoddispositions the underlying transaction in response to the abovedifference between the text record 145 a and the text equivalent 153.

According to other embodiments of the invention, the method can includeaccessing the speech record 115 a of the address as spoken by thecaller, and comparing it directly to the corresponding text record 145a. FIG. 4 is an overall flowchart of a process flow 400 providedaccording to such an embodiment. In this embodiment, the method 400includes at least the following. At block 410, the method locates theaddress data 115 a as stored in the speech record data store 130. Atblock 420, the method located corresponding address data 145 a asentered by the live operator 140 in the text record data store 160. Atblock 430, the method compares the address data 115 a from the speechrecord data store 130 to the address data 145 a as stored in the textrecord data store 160.

The comparison represented by block 430 can include a manual comparison,wherein supervisory personnel at the call center 120 may listen to thespeech record 115 a obtained from speech record data store 130, whilealso reviewing the corresponding text record entry 145 a from the textrecord data store 160. Conversely, the comparison represented by block430 may include utilizing a text to speech conversion engine, which isavailable from a variety of vendors (including Nuance), and feeding theoutput of this engine to an automated function that compares this outputto the corresponding speech data 115 a obtained from the speech recorddata store 130.

At block 440, the method quantifies any differences located between thespeech record 115 a of the address data as stored in the speech recorddata store 130 with the corresponding text record 145 a for the addressdata as stored in text record data store 160. In essence, thequantifying process 440 illustrated in FIG. 4, along with the similarprocesses 230 and 340, shown in FIGS. 2 and 3 respectively, includegenerating a score or other quantifying mechanism suitable forindicating how closely the various data fields comprising the respectiveaddress data as represented in the text record data store 160 and thespeech record data store 130 match. An illustrative embodiment of thisprocessing is shown in FIG. 5 below, and is discussed in more detailtherewith. In block 240, the method dispositions the transaction inresponse to the difference between the address data as represented inthe speech record data store 130 and the text record data store 160.

FIG. 5 is a flowchart illustrating a dispositioning process providedaccording to an illustrative embodiment of the invention. As shown inFIG. 5, the dispositioning process 240 shown in FIGS. 2, 3, and 4 mayfunction as follows. At block 242, a difference between city/state dataas contained in the text record 145 a and the speech record 115 a isevaluated and scored. If there is a significant difference between thecity/state data in these two records, processing proceeds to block 244,where the underlying transaction is flagged to indicate this status.Typically, a significant difference (more than a mere typographicalerror) between city/state data in the two records would indicate apossibility of either fraud committed by the live operator 140(deliberately misdirecting goods/services ordered by the caller 110 tothe live operator 140), or some other type of quality control issueinvolving the specific live operator 140. To address such issues, themethod advances to block 246, where an action is taken regarding theagent 140 in real time with the processing of the transaction with thecaller 110. Depending on the severity of the difference between therespective address fields, the live operator 140 may be taken off lineand prevented from handling further interactions with caller 110 orother subsequent callers 110, with the interaction with the presentcaller 110 possibly being resumed by supervisory personnel. Depending onthe resolution of the situation, the live operator 140 may be placedback on line later on, if circumstances warrant.

At block 248, the method can include correcting the text record 145 athe text record data store 160 for the current transaction. Thiscorrection may be facilitated by reviewing the correspondingvoice/speech record 115 a pertaining to the current transaction, whichis stored in speech record data store 130, or by entering the textequivalent data 153 directly into the text record data store 160. Theprocessing represented by block 248 may be conducted either manually bysupervisory personnel, or may be part of an automated process.Alternatively, as represented in block 252, the underlying transactionmay be held in a suspended status pending review and resolution of theabove-described issues, and not be forwarded to fulfillment, if at all,until the above issues are resolved. If such issues can be resolvedwithout additional contact with the caller 110, processing proceeds toblock 248 as described above, and then proceeds to block 250, where thecorrected transaction is forwarded to fulfillment.

If it is not possible to resolve the situation any other way, the methodproceeds to block 253, which represents an outbound contact to thecaller 110 to clarify the details of the transaction, including theshipping address to which the goods/services ordered by the caller 110should be directed. Once these details are clarified, the methodproceeds to block 250, where the corrected transaction is forwarded tofulfillment.

Returning to evaluation block 242, if there is no significant differencebetween the city/state data as represented in the speech record 115 aand the text record 145 a, processing proceeds to block 254. Asrepresented at block 254, the method evaluates whether any significantdifference exists in the street address portion of the text record 145 aand the speech record 115 a. If a significant difference exists,processing proceeds to block 256, where supervisory personnel or anautomated process may review this address data in a batch or other typeof process. As represented at block 258, any errors in the streetaddress are corrected as necessary, either manually by supervisorypersonnel, or automatically in a batch type process. The correctedtransaction is then sent to fulfillment, as represented by block 250.

Returning to FIG. 2, the program of instructions can be loaded andstored onto a program storage medium or device 201 readable by acomputer or other machine, embodying a program of instructionsexecutable by the machine to perform the various aspects of the methodas discussed and claimed herein, and as illustrated in the Figures.Generally speaking, the program storage medium 201 can be implementedusing any technology based upon materials having specific magnetic,optical, semiconductor or other properties that render them suitable forstoring computer data, whether such technology involves either volatileor non-volatile storage media. Specific examples of such media caninclude, but are not limited to, magnetic hard or floppy disks drives,optical drives or CD-ROMs, and any memory technology based onsemiconductors or other materials, whether implemented as read-only orrandom access memory. In short, this embodiment of the invention mayreside either on a medium directly addressable by the computer'sprocessor (main memory, however implemented) or on a medium indirectlyaccessible to the processor (secondary storage media such as hard diskdrives, tape drives, CD-ROM drives, floppy drives, or the like).Consistent with the above teaching, program storage device 201 can beaffixed permanently or removably to a bay, socket, connector, or otherhardware provided by the cabinet, motherboard, or other component of agiven computer system.

Those skilled in the art will also understand that a computer programmedin accordance with the above teaching using known programming languagesprovides means for realizing the various functions, methods, andprocesses as described and claimed herein and as illustrated in thedrawing figure attached hereto.

Various embodiments of the invention are described above to facilitate athorough understanding of various aspects of the invention. However,these embodiments are to be understood as illustrative rather thanlimiting in nature, and those skilled in the art will recognize thatvarious modifications or extensions of these embodiments will fallwithin the scope of the invention, which is defined by the appendedclaims.

What is claimed is:
 1. A computer-implemented method, comprising: obtaining first information during a communication in recorded voice format and obtaining second information as a transcription of voice content of the communication; converting, by at least one processor, at least one of the first information and the second information to a format compatible for comparison with another of the first information and the second information; establishing, by the at least one processor, a first threshold and a second threshold for a difference between the converted at least one of the first information and the second information and the other of the first information and the second information; flagging, by the at least one processor, a transaction associated with the first information and the second information to indicate that a difference between the first information and the second information exists when the first threshold, the second threshold, or both, is exceeded; and suspending processing of the transaction in real-time, by the at least one processor, when the first threshold, the second threshold, or both, are exceeded, wherein the suspending of the processing comprises placing a call between a caller and an operator offline.
 2. The computer-implemented method of claim 1, wherein the conversion of the first information is conducted using a speech recognition program.
 3. The computer-implemented method of claim 1, further comprising performing, by the at least one processor, a field-by-field comparison of the converted at least one of the first information and the second information to the other of the first information and the second information.
 4. The computer-implemented method of claim 1, further comprising storing, by the at least one processor, the converted at least one of the first information and the second information as a record.
 5. The computer-implemented method of claim 1, further comprising identifying differences in respective data fields between the converted at least one of the first information and the second information and the other of the first information and the second information.
 6. The computer-implemented method of claim 1, wherein at least one of the first information and the second information is stored using an indexing mechanism.
 7. The computer-implemented method of claim 3, wherein the field-by-field comparison is performed in real time relative to acquisition of the first and the second information.
 8. The computer-implemented method of claim 1, further comprising evaluating the converted first information and the converted second information, by the at least one processor, based on the first threshold and the second threshold.
 9. The computer-implemented method of claim 1, wherein the transcription of voice content of the communication is created by a participant in the communication during the communication and the participant enters the transcription into a computer.
 10. The computer-implemented method of claim 8, wherein the dispositioning comprises reviewing the first information and the second information associated with the communication in a batch process before sending the transaction to a fulfillment entity.
 11. A system, comprising: a communications center configured to obtain at least one of first information and second information, wherein the first information is obtained during a communication in recorded voice format and the second information is obtained as a transcription of voice content of the communication; a conversion apparatus comprising a processor and a memory configured to convert at least one of the first information and the second information to a format compatible for comparison with another of the first information and the second information; and a comparison apparatus configured to: establish a first threshold and a second threshold for a difference between the converted at least one of the first information and the second information and the other of the first information and the second information; flag a transaction associated with the first information and the second information to indicate that a difference between the first information and the second information exists when the first threshold, the second threshold, or both, is exceeded; and disposition the transaction, by the at least one processor, wherein the disposition comprises a suspension of the transaction being processed in real-time when the first threshold, the second threshold, or both, are exceeded, the suspending of the transaction comprises placing a call between a caller and an operator offline.
 12. The system of claim 11, wherein the memory of the conversion apparatus stores a speech recognition program.
 13. The system of claim 11, further comprising a server configured to store the converted at least one of the first information and the second information as a record, wherein the server is further configured to store at least one of the first information and the second information using an indexing mechanism.
 14. The system of claim 11, wherein the transcription of voice content of the communication is created by a participant in the communication during the communication and the participant enters the transcription into a computer.
 15. A non-transitory computer readable medium comprising computer program instructions that, when executed, are configured to cause at least one processor to: obtain at least one of first information and second information, wherein the first information is obtained during the communication in recorded voice format and the second information is obtained as a transcription of voice content of the communication; convert at least one of the first information and the second information to a format compatible for comparison with another of the first information and the second information; establish a first threshold and a second threshold for a difference between the converted at least one of the first information and the second information and the other of the first information and the second information; flag a transaction associated with the first information and the second information to indicate that a difference between the first information and the second information exists when the first threshold, the second threshold, or both, is exceeded; and disposition the transaction, by the at least one processor, wherein the disposition comprises a suspension of the transaction being processed in real-time when the first threshold, the second threshold, or both, are exceeded, the suspending of the transaction comprises placing a call between a caller and an operator offline.
 16. The non-transitory computer readable medium of claim 15, wherein the conversion of the at least one of the first information and the second information is conducted using computer program instructions embodied as a speech recognition program.
 17. The non-transitory computer readable medium of claim 15, wherein the program is further configured to cause the at least one processor to perform a field-by-field comparison of the converted at least one of the first information and the second information to the other of the first information and the second information.
 18. The non-transitory computer readable medium of claim 15, wherein the transcription of voice content of the communication is created by a participant in the communication during the communication and the participant enters the transcription into a computer.
 19. The non-transitory computer readable medium of claim 17, wherein the field-by-field comparison is performed in real time relative to acquisition of the first information and the second information.
 20. The non-transitory computer readable medium of claim 15, wherein the program is further configured to cause the at least one processor to disposition a transaction according to the difference. 